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IT Problem Management Specialist

Date: Apr 5, 2021

LOCATION: Calgary, Alberta (CA-AB)
JOB NUMBER: 51762

Why you should join us:

Do you have strong facilitation skills and enjoy investigating and solving complex business problems? Are you motivated by digging deep to find root causes? We are looking for a new team member to analyze and identify systemic issues to prevent incidents from occurring. You will facilitate and resolve cross functional investigations, be involved in managing root cause investigations, creating known errors, and ensuring corrective measures are actioned.

You will use your expertise to:

  • Conduct complex or highly visible reviews when there are impacts to our information technology (IT) systems and identify corrective actions
  • Initiate investigations to resolve potential service interruptions prior to business impact
  • Ensure the professional facilitation and problem investigations
  • Lead postmortem investigations into high impact failures
  • Manage root cause analysis between cross functional technical teams
  • Initiate actions to fix interruptions to service caused by errors/faults in the IT infrastructure
  • Analyze and reports on IT incident trends across the organization to identify proactive problem cases
  • Resolve problem ticket priority and assignment disputes in a positive manner and escalate issues during issue resolution when required
  • Prepare and develop IT problem management procedure documentation and reports, ensuring IT operations standards and best practices are implemented
  • Report adherence to service level agreements (SLAs) and service level objectives (SLOs) on agreed upon metrics
  • Act as back-up facilitator for disaster recovery or IT emergency response situations within IT operations when required

We’d like to review your application if you have…

Must-haves (minimum requirements):

  • Four years of IT problem management experience
  • Six years of IT operations experience
  • A Bachelor's degree in a related field
  • ITIL v3 2011 or ITIL 4 Foundations certification
  • Strong practical knowledge of ITIL and ITSM best practices
  • Strong understanding of problem-solving methodologies (Fishbone, Kepner-Tregoe)
  • Constructive, well-articulated problem resolution and facilitation skills
  • Exceptional communication skills, both verbally and in writing, to a wide variety of audiences at all levels, including assimilation of complex technical data into a visual dashboard for executive presentation
  • Well-developed interpersonal skills with an ability to build and maintain positive business relationships
  • The ability to build trust with diverse groups in both the business and within IT operations to deliver actionable results
  • The ability to deal with confrontational situations in a positive manner with strong influencing, persuasion, and negotiation skills
  • Alignment with our values: safety above all else, stronger together, operational discipline, curiosity and lifelong learning, and act with integrity

Preference for:

  • ITIL v3 2011 or ITIL 4 Intermediate course certification
  • Certification in Kepner-Tregoe Problem Solving and Decision Making
  • Experience with ServiceNow or Remedy, including fluency with ServiceNow reporting

Where you’ll be working, your work schedule, and other important information:

  • You will work out of our Calgary head office, located in the Suncor Energy Centre at 150 – 6th Ave S.W.
  • Hours of work are a regular 40-hour work week, Monday to Friday
  • This position requires working on an on-call and/or shift basis for after-hours support to ensure service level commitments are achieved. The expected on-call requirement is one week out of every five
  • We require qualified and safety-focused employees for business-critical roles that maintain our commitment to operational excellence and reliable operations. We are using technology to conduct virtual interviews to adhere to physical distancing recommendations and we are well set up for remote onboarding and orientation
  • Suncor encourages everyone to do their part and support global efforts to limit the impact of COVID-19 with good hygiene practices, physical distancing, and with care and consideration for the people around you. For more information on how we’re responding to COVID-19, click here. #StrongerTogether

Why Suncor?

We are Canada's leading integrated energy company with a business portfolio that includes oil sands development and upgrading, offshore oil and gas production, petroleum refining, and product marketing under the Petro-Canada brand. Our global presence offers rewarding opportunities for you to learn, contribute, and grow in a variety of career-building positions. We live by the value of safety above all else – if it isn't safe, we don't do it. Our strong track record of growth and a focus on sustainability mean tremendous potential for the future. Learn about our purpose and values.

In addition to rewarding job opportunities, we offer an attractive employee package, including:

  • Competitive base salary, compensation programs, and an annual incentive program
  • Flexible benefits package
  • Rewarding pension and savings plans

Stay connected to us:

We are an equal opportunity employer and encourage applications from all qualified individuals. We are committed to providing a diverse and inclusive work environment where every employee feels valued and respected. We will consider accessibility accommodations to applicants upon request. Check out our social goal to learn how we are working to build greater mutual trust and respect with the Indigenous Peoples in Canada.

Please note that our job postings are typically open for two weeks, so don't delay, apply now.

JOB CATEGORY: Business Professionals